Powbet Casino - Player’s account has been closed and withdrawal is incomplete.

Hello. This casino shut down my account. I gave them the details for a manual withdrawal to get the remaining money from my account. They have sent part of the balance, but not all of it. I have tried contacting the company about this, and they are not responding to me. I do not know the exact amount of money that was on the account, and I'd like to see the proof of how much was on the account since I don't have access to it.

Dear Miniwheats90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

• Could you please get in touch with the support team and find out how much money you have in your account? We need this information to set the dispute value.
• Which games did you play - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

I answered part of these questions in the opening statement, not sure why these generic questions are always being asked. The support team is not responding, I played casino, live casino, sports. No bonuses.

Thank you for your reply. Have you reached out to customer support via email at support@powbet.com? Please forward me the most recent communication between you and the casino regarding the remaining balance in your account to veronika.f@casino.guru. Alternatively, you can post screenshots here.

Thank you very much, Miniwheats90, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Miniwheats90,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Powbet Casino representative to join this conversation.

Dear Powbet Casino, could you please provide more information about this case?

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

We have shared an email to Katarina.

We will wait for an update. Thank you!

Best regards,

Powbet team.

Dear Powbet Casino, 

thank you for the message and email.

Dear Miniwheats90,

As per casino records, a total of 5337.58 CAD was transferred to your bank account on February 13th, across eight separate transactions. Could you please confirm receipt of these funds?

Hello Katarina, this casino has not provided the tournament winnings that I had won before my account was closed. 3600 CAD is missing.

Dear Miniwheats90,

thank you for your message. Could you please confirm receipt of the aforementioned deposits?

Dear Powbet Casino,

could you please provide clarification regarding the tournament winnings and the expected payout schedule?

Yes Katarina it seems like those deposits have been issued, but I am still waiting for these tournament winnings to be paid out. I won them before the account was shut down, and they were never added to my balance before the casino closed it, and they are lying and saying it has already been added. A lying casino.

Dear Miniwheats90,

thank you for your message. Let's now await casino's response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Why is the casino getting multiple extensions? They are prolonging this. It's unacceptable. One timer extension is more than enough.

Dear all,

We had sent an evidence to Katarina, via email, on 14th March, 2025, showing that we had refunded the entire balance amount to Miniwheats90.

Please let us know if you need any further details for us. Thank you!

Best regards,

Powbet team.

Hello Katarina. This casino is avoiding the topic about the tournament wins that were never added to my account, and they are just playing games. They are not taking this seriously. They keep dragging out this case on purpose and I want this resolved, so if they won't help solve this problem, then do something so they stop getting all these extensions.

Dear Powbet Casino, 

As previously acknowledged, your email has been received. Similarly, the player has confirmed that his funds were successfully credited to his bank account. Our inquiry pertains to the tournament, Miniwheats90 participated in, where he accrued winnings. Could you please provide clarification regarding the disposition of these winnings?

Hello Katarina,

We are too waiting for an update as we are checking this case once again.

We will share the update over here as soon as possible. Thank you!

Thank you for being so patient with us! We really appreciate it.

Best regards,

Powbet team.

Dear Powbet Casino, 

thank you for your response. Are there any new information regarding this case, please?

Dear all,

We apologize for any inconvenience this may have caused.

Please be assured that we are committed to resolving this situation.

We would kindly request that you remain patient as we endeavor to complete the verification / further investigation as soon as possible.

Your patience will be highly appreciated.

Best regards,

Powbet Casino Team

Casino Guru, it has been almost 2 months now, this is unacceptable

Dear Powbet Casino, 

I am writing to request your immediate attention to this case. Your lack of cooperation over the past few weeks, coupled with the provision of only vague responses, is concerning. Please verify the tournament winnings as soon as possible and promptly notify us of your findings. I am extending the timer for a final period of seven days.

Dear Miniwheats90,

I hope this message finds you well.

We would like to extend our sincerest apologies for the delay and any inconvenience this may have caused.

We are pleased to inform you that your refund of 3600 CAD is currently being processed.

We appreciate your understanding and cooperation in this matter.

Kind Regards,

Powbet Casino Team

Dear Powbet Casino, 

thank you for your message.

Dear Miniwheats90,

could you please confirm receipt of the remaining funds?

Thank you CasinoGuru, I have now gotten the tournament funds after several months of uncooperation from this casino. I tried contacting them to get the funds myself and they were being very shady as they were lying to me via the live chat saying everything was already added, that it wasn't possible, etc.. Thank you for helping!

Dear Miniwheats90,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru